Program Manager, Global Safety Support - Trust & Safety, Dublin

TikTok

4.5

(6)

Dublin, Ireland

Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.
  • #A26394

    Position summary

    serve.
    Join us.

    About Trust and Safety
    Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

    About the team
    The Global Safety Support (GSS) team at Trust and Safety focuses on providing support to resolve T&S related issues submitted by our users and creators. We work to follow-up and respond to complaints and feedback on safety issues around Account Safety, Minor Safety, ID verification, Regulatory Compliance, and Escalations. The goal of GSS is to leverage user experience to build trust.

    Responsibilities

    • Develop a deep understanding of current processes, products and policies, overview current situation and drive recommendations for process, policy and product improvements;
    • Track and analyze key operational and user support metrics to deeply understand the support ecosystem and help determine where to focus optimization efforts;
    • Facilitate project management for entire retention process including document management and presentations. Drive project scope, schedule, deliverables, quality of all critical items, taking appropriate and/or effective action as needed in timely manner.
    • Facilitate effective collaboration on safety, compliance and user support projects from problem definition to final execution with cross functional stakeholders; optimize the process and procedures to ensure timely and effective delivery;
    • Work with internal counterparts to have global coordination to identify, assess and resolve user and creator-related issues in our tools, promote community well-being and user safety;
    • Quantify parameters and establish systems for data-driven insights and workflow changes; work to ensure that the metrics we track are actionable and lead to cogent and achievable strategy;
    • Diagnose the existing organization, workflows, and projects to generate structured insights and solid suggestions related to operational excellence.

    Qualifications

    Minimum Qualifications

    • Bachelor's Degree and above, with minimum of 3 years of relevant experience to project/program management or in similar capacity.
    • Proven experience in working with cross functional teams (Analytics, Product, Engineering, Consulting, Project Management or equivalent team) regionally/globally.
    • Proven experience with project/program management and coordination along with strong ability to work closely with the engineering team/ design team and other partner teams to guarantee effective execution of product plans.
    • Proven ability to structure process-oriented milestones.
    • Proven experience in data analysis with a strong ability to quickly identify problems, thoroughly analyze them and deliver feasible solutions.
    • Proven experience in stakeholder management with strong ability to collaborate and influence stakeholders.
    • Excellent communication skills in English (both written and spoken).

    Preferred Qualifications

    • Good data analysis background
    • Usage of any data analytics tool (SQL, Power BI, Tableau, etc)
    • Experience in social media/internet companies would be a plus.

    Trust & Safety recognises that keeping our platform safe for TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

    TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

    Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.